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As a Tax Team Lead at doola, you will oversee the team of Tax Preparers, ensuring prompt and effective client inquiry resolution and high client satisfaction. You will guide the team in delivering exceptional service, focusing on strong leadership and a deep understanding of client management and tax filing processes. Key responsibilities include assisting Tax Preparers, preparing business tax returns, providing coaching and feedback, and ensuring adherence to SLAs. You will also track team performance, handle escalations, and identify recurring client pain points.

Customer Care Agent

<p><b style="font-size: 18px;">About doola</b></p><div><span style="font-size: 11pt;">doola is a dynamic company committed to simplifying the complexities of business formation, payment setup, compliance, taxes, and more. We empower entrepreneurs and businesses of all sizes to navigate the intricate landscape of financial and regulatory requirements with ease, allowing them to focus on what truly matters - building and growing their ventures.</span></div><div><br></div><div><b style="font-size: 18px;">About the Role</b></div><div><span style="font-size: 11pt;">We are seeking a highly motivated and skilled </span><b style="font-size: 11pt;">Tax Team Lead</b><span style="font-size: 11pt;"> to oversee our team of Tax Preparers at doola. As a Team Lead, you will be responsible for ensuring that client inquiries are addressed promptly and effectively, maintaining a high level of client satisfaction, and guiding your team to deliver exceptional service. This role requires strong leadership, a deep understanding of client management, the tax filing process, and the ability to thrive in a fast-paced, dynamic environment.</span></div><div class="section page-centered"><div><h3>Key responsibilities</h3><ul class="posting-requirements plain-list"><ul><li>Assist Tax Preparers in resolving client inquiries and escalating technical issues to the appropriate teams.</li><li>Assist the team in preparing business tax returns (5472, 1065, 1120).</li><li>Provide coaching and feedback to team members to foster professional growth and improve performance.</li><li>Ensure that the team adheres to all service level agreements (SLAs) and client expectations.</li><li>Oversee the daily management of client-facing tax-related inquiries, ensuring that all tickets are cleared (Inbox Zero) by the end of each day.</li><li>Identify and flag recurring client pain points or systemic issues to the Team Manager for further investigation and resolution.</li><li>Track and report on team performance, including SLA adherence, client satisfaction scores, and daily ticket volume.</li><li>Act as an escalation point for any sensitive or difficult client interactions that require additional attention.</li></ul></ul></div></div><div class="section page-centered"><div><h3>Skills and qualifications</h3><ul class="posting-requirements plain-list"><ul><li>Experience in managing or leading a tax team, preferably in preparing business returns (5472, 1065, 1120).</li><li>5+ years of experience working on tax filing preparation for businesses.</li><li>3+ years of experience working as a Team Lead or Manager.</li><li>Ability to manage multiple tasks and priorities efficiently, ensuring that client inquiries are responded to within SLAs.</li><li>Proficiency with ticketing systems such as HubSpot.</li><li>Strong reporting skills, including experience with tracking team performance and client metrics.</li><li>Ability to work in a U.S. timezone overlap (at least 4–6 hours/day).</li><li>Ability to manage difficult client interactions with professionalism and empathy.</li><li>Strong written and verbal communication skills, with the ability to communicate complex information clearly and empathetically.</li></ul></ul></div></div><div class="section page-centered"><div><h3>Bonus qualifications</h3><ul class="posting-requirements plain-list"><ul><li><b>Advanced CRM/Helpdesk Tools Knowledge:</b> Expertise in HubSpot or other ticketing systems for case management and reporting.</li><li><b>Process Improvement:</b> Familiarity with continuous improvement methodologies.</li><li><b>Experience with Client Retention Strategies:</b> Proven track record of improving client satisfaction and reducing churn within a service environment.</li></ul></ul></div></div><div class="section page-centered" data-qa="closing-description"><div><b style="font-size: 18px;">Why join us</b></div><div>• <span style="font-size: 11pt;">Opportunity to work with a dynamic and innovative company at the forefront of the industry.</span></div><div>• <span style="font-size: 11pt;">Collaborative and supportive team environment with opportunities for growth and development.</span></div><div>• <span style="font-size: 11pt;">Competitive compensation package with insane opportunity for growth.</span></div><div><br></div><div><br></div><div><b style="font-size: 18px;">Our values and non-values</b></div><div>• <span style="font-size: 11pt;">Establishing team values is critical. We believe it’s equally essential to identify team non-values. We’re stronger in driving our mission home with both values and non-values taken into account. Note: Our goal in sharing these up front and transparently is to be as straightforward with people as possible. Our goal is not to be combative in our language; it’s to be straightforward.</span></div><div>• <span style="font-size: 11pt;">Action Item: If you read these values and non-values and get more </span><i style="font-size: 11pt;">fired up</i><span style="font-size: 11pt;"> about working at doola, lets talk: </span><a rel="noopener noreferrer" class="postings-link" style="font-size: 11pt;" href="https://www.doola.com/careers/">https://www.doola.com/careers/</a></div><div><br></div><div><span style="font-size: 11pt;">If you are passionate about helping businesses succeed and thrive, and you possess the skills and experience outlined above, we want to hear from you. Join us at doola and be part of a team dedicated to simplifying the path to business success.</span></div><div><br></div><div><span style="font-size: 11pt;">doola is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.</span></div>

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